Warranty service starts with an RMA number that lasts 30 days, and Roku may troubleshoot first
To return a Device or obtain warranty service, the owner must first obtain a Return Merchandise Authorization ("RMA") number from Roku, either through the Return/Replace option at support.roku.com/contactus or by mail at 1701 Junction Court, Suite 100, San Jose, CA 95112. An RMA number is valid for only thirty days from issuance, and Roku may attempt to troubleshoot a warranty-related problem before it issues one. The page also asks the owner to review the online help resources at support.roku.com before seeking warranty service.
Details
Who
the owner returning a Device; Roku issuing the RMA number
What it does
first obtain a Return Merchandise Authorization number from Roku
When
RMA numbers are valid for thirty days from issuance
Condition
Roku may attempt to troubleshoot a warranty-related problem prior to issuing an RMA number
Supporting quotations
Return and Warranty Service Process
Please access and review the online help resources at support.roku.com before seeking warranty service.
To return or obtain warranty service for a Device, you must first obtain a Return Merchandise Authorization (“RMA”) number from Roku
RMA numbers are valid for only thirty days from issuance.
Roku may attempt to troubleshoot a warranty-related problem prior to issuing an RMA number.
Qualifications & exceptions
An RMA number must be obtained before any return or warranty service.
An RMA number is valid for only thirty days from issuance.
Roku may try to troubleshoot the problem before issuing an RMA number.
The document asks the owner to review online help resources first.
Not stated here
The document does not say whether a troubleshooting attempt can end in a refusal to issue an RMA number.
The Device must be shipped prepaid within 30 days, with proof of purchase and all accessories
Within thirty days of the RMA number's issuance, the owner must ship the Device freight prepaid to the Roku authorized distribution facility Roku identifies, together with proof of purchase and all accessories, in the original packaging or packaging affording an equal degree of protection. The document warns that failing to return any of the accessories could delay the process or result in an invoice to the buyer or credit to Roku for the missing accessories.
Details
Who
the owner
What it does
ship the Device, freight prepaid, with proof of purchase and all accessories
When
within thirty days of issuance of an RMA number
Condition
in either the original packaging or packaging affording an equal degree of protection
Exception
missing accessories could delay the return or produce an invoice to the buyer or credit to Roku
Supporting quotations
Within thirty days of issuance of an RMA number, you must ship your Device, freight prepaid, together with proof of purchase and all accessories, in either the original packaging or packaging affording an equal degree of protection, to the Roku authorized distribution facility identified by Roku.
Failure to return any of the accessories could result in a delay or result in an invoice to you or credit to Roku for the missing accessories.
Qualifications & exceptions
Shipping is at the owner's expense: the Device must be sent freight prepaid.
The thirty-day window runs from issuance of the RMA number.
Proof of purchase and all accessories must accompany the Device.
The packaging must be the original or afford an equal degree of protection.
Not stated here
The document does not identify the distribution facility by address, nor say who pays return shipping to the buyer.
Account & Service Control · Restriction or exception
A Device sent without a valid RMA number is not processed and is returned at the sender's expense
The document marks the RMA requirement as important: a Device sent to Roku without a valid RMA number will not be processed and will only be returned to the sender at the sender's own expense. That consequence applies to the return step, and it operates alongside the thirty-day validity of an RMA number.
Details
Condition
Devices sent to Roku without a valid RMA number
What it does
will not be processed and will only be returned to the sender
Supporting quotations
Devices sent to Roku without a valid RMA number will not be processed and will only be returned to the sender at their own expense.
Qualifications & exceptions
The consequence attaches to Devices sent without a valid RMA number.
Returning an unprocessed Device is at the sender's expense.
Not stated here
The document does not say how a sender recovers a Device Roku returns, or what happens if a device is lost in that return.
An RMA request asks for seven details and a U.S. return address, with no P.O. boxes
When requesting an RMA number, the owner is asked to provide: (a) model number, (b) serial number, (c) problem description, (d) software version (found in the System Configuration menu), (e) date of purchase, (f) name of retail seller, and (g) a return shipping address within the United States. P.O. boxes are not accepted as that return address. The page's earlier sentence also says the owner should be prepared to provide additional information on request.
Details
Who
the owner requesting an RMA number
What it covers
model number, serial number, problem description, software version, date of purchase, name of retail seller, and a U.S. return shipping address
Where
return shipping address within the United States; P.O. boxes not accepted
Condition
be prepared to provide additional information upon request
Supporting quotations
Please be prepared to provide additional information upon request.
When requesting an RMA number, please provide the following information with your request: (a) model number, (b) serial number, (c) problem description, (d) software version (located in the System Configuration menu), (e) date of purchase, (f) name of retail seller, and (g) return shipping address within the United States (P.O. boxes are not accepted).
Qualifications & exceptions
The return shipping address must be within the United States.
P.O. boxes are not accepted.
The document asks the owner to be prepared to provide additional information on request.
Not stated here
The document does not say what happens if one of the seven items cannot be supplied, such as a lost receipt or an unreadable serial number.